Enjoyed hosting this thoughtful conversation on the Analytics Insight® Podcast with Abhinav Arora, CEO & MD, EOSGlobe on how AI agents are reshaping customer service—and why human judgment continues to be irreplaceable. We discussed where AI adds real value, how seamless handoffs define customer experience, and why measuring effort, sentiment, and resolution quality matters more than just speed or cost. 🎧 Tune in to the full episode: https://lnkd.in/g9wyb6u8 #podcast #techpodcast #analyticsinsight #customerexperience #AI
In a recent podcast with Analytics Insight®, our CEO & MD, Abhinav Arora, joined Priya Dialani to talk about how AI agents are redefining customer service and why human judgment still matters. The conversation explored how AI handles routine tasks like account updates, order checks, and verifications, freeing up teams to focus on situations that need empathy, context, and decision-making. A key takeaway: customer experience improves only when handoffs work well. That means complete context transfer, timely escalation, and well-prepared agents stepping in without customers having to repeat themselves. Abhinav also delved on measuring what truly matters - customer effort, resolution quality, sentiment, and the experience of frontline teams, not just speed or cost. Listen to the episode on Spotify here: https://lnkd.in/g9wyb6u8 #CustomerExperience #Podcast #FutureOfCX #Spotify #LeadershipInTech
